Key Responsibilities Team Leader (International Voice Process)

- Lead & Manage: Guide a team of voice agents to achieve and exceed SLA targets in Quality, AHT, CSAT, and Attendance.

- Performance Monitoring: Monitor live calls, dashboards, and metrics; provide timely feedback and coaching to agents.

- Escalation Management: Handle escalated customer queries promptly to ensure effective resolution.

- Team Engagement: Conduct daily huddles and weekly performance reviews while maintaining high team motivation.

- Cross-Functional Collaboration: Work closely with QA, Training, and Workforce teams to drive continuous performance improvement.

- Reporting & Analysis: Prepare performance reports and attendance dashboards for management reviews.

- Process Improvement: Implement team-level initiatives to enhance productivity, reduce attrition, and boost employee morale.

- Compliance & Standards: Ensure strict adherence to company policies and client expectations.

📌 Bpo Team Lead (Mysuru)
🏢 GlowTouch
📍 Mysuru